1 reviews | Active since Feb 2015
Appalling assistance in customs re bringing a gift in
I would like to express my complete disappointment and disgust at the way DHL have responded to a parcel coming from the UK to South Africa ( Boland) My sister bought her niece a dress in the uk for her graduation. It was sent via Dhl to South Africa as a gift but with advice from the uk / Wimbledon office to state the value in case it was lost or damaged. No where did they explain SA customs and fees and calculations. Upon arrival here I was alerted of the arrival but presented a bill of almost double the value of the gift! I queried this and was kindly advised that my sister goes back to the London office and remedies the description to make it clearer for this side. Duly done. However this has not helped the situation at all. They will not amend the charge saying that SA customs has already been paid by DHL and I am liable for the ******ionate duty. Even though they recognize it’s a gift. I can not afford the duty - I could not afford the dress hence it’s a gift to my daughter! The latest rather useless email from DHL lists terms and conditions regarding duty that was NOT made clear to the sender in the UK. not is it helpful in any way but merely states that they are sorry for the unfortunate outcome but ‘tough luck’. We have recommended they inspect the parcel to check the content and have asked what else can be done to revise this import fee as it is in no way relevant. Apparently no assistance can be expected and DHL clearly doesn’t care if this is completely incorrect and a huge impact on a young gilt expecting a simple gift from her aunt. What appalling service and help - we couldn’t have been wiped off easier.
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
A phone call saying they’re really sorry but I am responsible for knowing the import duty and effects when getting a parcel send to me is insane.
REALLY? The parcel was sent to ME from the UK - via someone who would have NO idea re SA SARS Regulations! Although she signed the waybill NO-ONE at DHL explained that an amount over R1400 would trigger customS WELL IN EXCESS OF THE VALUE OF THE DRESS. May I reiterate A GIFT for my daughters graduation.
To point this out in basic math:
Customs comes to 3x the value of the dress! Had the sender ( aunt) known this she would have not sent the other little items along with it - sweets and a purse to make up a lovely gift. And just sent said dress which is well under that value.
But NO advice was given. Yes a note on the invoice to point out tax may be levied - but NOT the trigger value or any assistance in sending a small gift.
I do not have the money to pay SARS the R3000 to clear it and had I - I surely wouldn’t be expecting an aunt to get a dress for her - I would have bought a very expensive R3000 dress in this country!
DHL you have dropped the ball and I am not alone in my one start rating - you simply seem not to care as any money is good money right?
The after effects and circumstances around your service do not affect you.
Please explain to my 13 year old why she can’t get her dress? Not because of SARS who I’d pay if this was actually reasonable but because you could not be bothered to inform your customers correctly!
Did it not occur to you that the person on the other side may not be able to afford your gung ho approach?
We are not businesses or corporates.
I was also told you paid SARS IN ADVANCE ( this from a previous call with your colleagues here in SA) but in conflicting messages the reply to my complaint says SARS is awaiting payment.
Which is it?
Unbelievable !
A phone call saying they’re really sorry but I am responsible for knowing the import duty and effects when getting a parcel send to me is insane.
REALLY? The parcel was sent to ME from the UK - via someone who would have NO idea re SA SARS Regulations! Although she signed the waybill NO-ONE at DHL explained that an amount over R1400 would trigger customS WELL IN EXCESS OF THE VALUE OF THE DRESS. May I reiterate A GIFT for my daughters graduation.
To point this out in basic math:
Customs comes to 3x the value of the dress! Had the sender ( aunt) known this she would have not sent the other little items along with it - sweets and a purse to make up a lovely gift. And just sent said dress which is well under that value.
But NO advice was given. Yes a note on the invoice to point out tax may be levied - but NOT the trigger value or any assistance in sending a small gift.
I do not have the money to pay SARS the R3000 to clear it and had I - I surely wouldn’t be expecting an aunt to get a dress for her - I would have bought a very expensive R3000 dress in this country!
DHL you have dropped the ball and I am not alone in my one start rating - you simply seem not to care as any money is good money right?
The after effects and circumstances around your service do not affect you.
Please explain to my 13 year old why she can’t get her dress? Not because of SARS who I’d pay if this was actually reasonable but because you could not be bothered to inform your customers correctly!
Did it not occur to you that the person on the other side may not be able to afford your gung ho approach?
We are not businesses or corporates.
I was also told you paid SARS IN ADVANCE ( this from a previous call with your colleagues here in SA) but in conflicting messages the reply to my complaint says SARS is awaiting payment.
Which is it?
Unbelievable !